This report shares new insights about patient views on the care they received in BC emergency departments in 2007. The study is the first in BC to look beyond patient ratings of their emergency room care in order to understand what can be done to make that care better. It takes a close look at factors that drive patient ratings of quality – and specifically those that underlie their reports of positive experiences – in order to identify what health care professionals do well and should continue to do. The report also takes a close look at the minority of patients who report negative experiences, to provide perspective about what providers can do to prevent similar experiences in the future. Factors such as staff courtesy, team work, comprehensive care and availability of nurses, appear to be more important than do wait times in influencing patient ratings.